First Line eRoster Support Team Lead; Internal

Vacancies First Line eRoster Support Team Lead (Internal Only)

We are seeking a motivated and proactive First Line eRoster Support Lead to join our Workforce Solutions Team. In this pivotal role, you will manage the team who are the first point of contact for our key users using the eRostering system, ensuring that all queries and requests are responded to promptly, professionally, and to a high standard.

This is a fast-paced role, requiring you to support the team to manage and prioritise a high volume of support tickets, while maintaining excellent service standards. You will work closely with the Second Line Support Team to test, troubleshoot, and resolve system issues, while also supporting the development and implementation of strategies to enhance stakeholder and user satisfaction.

Knowledge of the use of the eRostering system is essential for this role. As a key member of the Workforce Solutions Team, you will contribute to the delivery of Workforce Systems & Data Projects, Intelligence, and System Support across the wider HR Digital Services function.

More detail about the role

A key part of the role will be working with users across the Trust to manage queries and support for the activities relating to product support. The product you will be supporting will be our eRostering software, which is a critical software solution with a focus on staff rosters and payroll. Queries are raised and managed through the ticketing system Service Now (known locally as EVA).

In order to successfully deliver in this role, you will need to be able to develop and sustain key working relationships to understand what our users need and to leverage the system to maximise support optimisation. This includes working with the second line team and Product Manager to look at future system releases to test new functionality which supports the reduction of manual processes.

Working Pattern:32 hours per week, Monday to Friday, working from home/onsite supported.

Interview Date:To Be Confirmed

For further information please contact: Dan Thrall, Product Manager

This is an internal vacancy for Royal Devon employees, therefore Bank workers are currently not eligible to apply for this vacancy.

As an inclusive employer, the Royal Devon values diversity and is committed to creating a culture of inclusivity where everyone can be themselves and reach their full potential. We believe in fostering a sense of belonging and actively encourage applications from individuals of all backgrounds, cultures, and abilities. We recognise the advantages of having a diverse workforce that reflects the communities we serve.

Preference will be given to staff with ‘Priority’ and 'At Risk' status including NHS At Risk staff throughout Devon.

The Royal Devon University Healthcare NHS Foundation Trust reserves the right to close vacancy when sufficient applications have been received.

The Royal Devon University Healthcare NHS Foundation Trust was established in April 2022, bringing together the expertise of both the Royal Devon and Exeter NHS Foundation Trust
and
Northern Devon Healthcare NHS Trust.

Stretching across Northern, Eastern and Mid Devon, we have a workforce of over 15,000 staff, making us the largest employer in Devon. Our core services, which we provide to more than 615,000 people, cover more than 2,000 square miles across Devon, while some of our specialist services cover the whole of the peninsula, extending our reach as far as Cornwall and the Isles of Scilly.

We deliver a wide range of emergency, specialist and general medical services through North Devon District Hospital and the Royal Devon and Exeter Hospital (Wonford). Alongside our two acute hospitals, we provide integrated health and social…